[ad_1]
The Perception of Hospitality in Air Travel
Beauty is said to be in the eyes of the beholder and when it comes to the airline industry, this seems to hold true. A new study from Dicle University, Turkey, has uncovered that passengers tend to perceive the quality of customer service they receive on flights based on the attractiveness of the crew.
Impacts of Attractiveness on Perceived Service Quality
In the recent study, researchers Sahap Akan and Ozlem Atalik discovered that flight attendants who were rated higher on attractiveness appeared to stimulate passengers’ motivation to engage with them, thereby enhancing passengers’ perceptions of the service quality. This research was published in the journal Marketing and Management of Innovations.
Study Methodology
The researchers gathered data from a sample of 37 individuals, including 19 men and 18 women, who traveled on Turkish airlines in the past year. The participants, whose ages ranged between 19 and 47 years, were requested to watch videos that rated the customer service of cabin crew members. Flight attendants that were judged to be more attractive received superior rankings even when the service quality was not at its best. Interestingly, passengers were less inclined to provide negative feedback on service from these more aesthetically pleasing crew members.
A Unique Approach to Measuring Satisfaction
Akan and Atalik used a unique neuromarketing method, employing electroencephalography (EEG) to measure the level of satisfaction among the survey participants.
Despite verbal claims of feeling more comfortable seeking assistance from more attractive staff members, the EEG readings did not align with these reports.
The Paradox of Facial Attractiveness and Satisfaction Levels
Assistant Professor of Aviation Management at Dicle University, Sahap Akan, clarified that while participants evidently expressed greater satisfaction with the service from flight attendants they found attractive, this sentiment was not corroborated by the EEG results.
Recommendations for Airlines
Given these findings, study authors Akan and Atalik urge airlines to consider hiring employees with “attractive attributes” to improve the overall customer experience. Ozlem Atalik emphasizes the significance of executing programs and incentive systems to maintain flight attendants’ attractiveness.
Flirting in The Skies: A No-No
Though attractive flight attendants might add to a pleasant flying experience, constant travelers should refrain from flirting with them to avoid uncomfortable situations.
An experienced flight attendant, Tyra, shared advice in a TikTok video: “Do not hit on a flight attendant in flight. Do not do that because you are making it awkward.”
Tyra went on to remind passengers that flight attendants have to be polite as part of their job, so any friendly gestures shouldn’t be misinterpreted as romantic advances. For those looking to make a move, she suggested handing over their contact number to the flight attendant whilst exiting the plane.
[ad_2]
